Effects of automated teller machine service quality on customer satisfaction: Evidence from commercial bank of Ethiopia

The banking industry has seen the emergence of numerous service delivery channels, automated teller machines (ATMs), telephone banking, and online banking. Global financial systems mature competition have been compelled to research importance consumer satisfaction. Thus, this study aimed examine effects machine quality on customer satisfaction in commercial banks Ethiopia Afar regional state, Northeast Ethiopia. To end, cross-sectional data were collected through a questionnaire from sample three hundred forty-six (346) ATM users selected Semera-logia City, Asyaita, Awash Town. identify dimensions their relationship with satisfaction, confirmatory factor analysis structural equation modeling (SEM)) SPSS AMOS 23.0 software used. findings indicate that convenience, reliability, ease use, fulfillment, security/privacy are positively significantly associated results can help banks' management improve services increase overall ensure continued encouraged make more convenient, reliable, user-friendly, secure, fulfilling. They should also constantly update differentiate aspects build competitive advantage boost profitability.